Querycallback

Checks for duplicate queued callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. contacts that have the same phone number and ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge combination and provides scripting options.

Supported Script Types

Phone

Properties

Property	Details
PhoneNumber	The phone number the action searches for in the "Callback" state in queue. The default value is {ANI (automatic number identification) Also known as caller ID. Listed phone number of an incoming voice call.}.
Skill	Allows you to define an ACD skill. If the value is set to Default, the script uses the default skill assigned to the associated point of contact.

Branches

Branch	Details
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the other branches are not defined.
OnCallbacksFound	Path taken if there were any matching Callback contacts found.
OnNoCallbacksFound	Path taken if there were not any matching Callback contacts found.

Tips & Tricks

• A contact must match both the phone number and skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge to be considered a match. This prevents the mistakenly matching a call that is in a different queue.
• This action works in conjunction with the Contacttakeover and Callback actions. See Contacttakeover for a script sample.